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Help Center

Frequently Asked Questions

Find quick answers to common questions about our internet services, billing, and technical support.

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Getting Started

New to our service? Find everything you need to get connected.

Yes, you can start with any package and upgrade or downgrade at any time through our support team.

We install an ONU/ONT device (for fiber) or a router and a LAN cable to your preferred location — all handled by our technician.

Standard installation is completed within 1–2 business days after your application is confirmed.

Yes, a one-time installation fee applies. Contact our sales team for the current rate in your area.

Only a valid National ID (NID) or Passport copy is required for residential connections.

Contact us via WhatsApp, phone, or our website. We will check coverage in your area and schedule installation within 24–48 hours.

Packages & Pricing

Explore our plans and find the best value for your needs.

We occasionally run special promotions. Follow our Facebook page or ask our support team for ongoing offers.

Prices shown on our website include applicable VAT. No hidden charges.

Yes, we offer discounts for 3-month, 6-month, and yearly advance payments. Ask our sales team for current offers.

Absolutely! You can upgrade by contacting our support team. The change takes effect immediately with a pro-rated charge.

Yes, all our residential packages come with unlimited data — no FUP (Fair Usage Policy) cap.

We offer plans from 10 Mbps to 200 Mbps for homes, and dedicated leased-line packages for businesses. Visit our Packages page for details.

Billing & Payment

Everything about invoices, payment methods, and due dates.

Yes, advance payments are encouraged and often come with discounts. Contact us to arrange an advance plan.

Send us your payment screenshot via WhatsApp. Our team will verify and reconnect you within 30 minutes.

Yes, an invoice is sent to your registered email/WhatsApp automatically after each payment.

A late fee may apply and your connection may be suspended after a grace period. Pay promptly to avoid interruption.

Bills are due by the last working day of each billing month. You will receive an SMS/WhatsApp reminder 5 days before the due date.

You can pay via bKash, Nagad, Rocket, bank transfer, or in person at our office. Online payment is also available through our website.

Connection & Speed Issues

Troubleshoot slow speeds, drops, and connectivity problems.

No, our packages are unlimited. You will not be throttled based on data usage.

This could be a cable issue, router overheating, or a line fault. Restart your router; if it persists, contact our technical team.

Walls and distance reduce Wi-Fi strength. Consider a Wi-Fi extender or mesh system. Our team can advise the best solution.

Visit fast.com or speedtest.net. Connect via LAN cable (not Wi-Fi) for the most accurate result.

Speed can vary due to Wi-Fi congestion, device limitations, or peak hours. Run a wired speed test at fast.com for an accurate reading.

Restart your router — turn it off, wait 30 seconds, and turn it back on. This resolves most issues instantly.

Technical Support

How to reach us and what to expect from our support team.

A red or blinking WAN/Internet light usually means no signal from our side. Contact support so we can check the line remotely.

Press and hold the RESET button on your router for 10 seconds. Note: This will erase your Wi-Fi name and password settings.

Our remote support is available 24/7. On-site visits are conducted from 9 AM to 9 PM, 7 days a week.

Yes, technical support is free for all active subscribers. A service charge may apply only for hardware damage not caused by us.

Yes, if remote troubleshooting does not resolve your issue, we send a technician to your location — usually within a few hours.

Call or WhatsApp us 24/7. You can also message us on Facebook Messenger or use the Contact form on our website.

Account Management

Update your info, suspend, transfer, or cancel your account.

Provide a written or WhatsApp request 7 days in advance. Our team will collect the equipment and process the cancellation.

You can request a temporary suspension for up to 30 days per year. Contact our support team to arrange this.

Yes, your connection supports multiple devices simultaneously. The number depends on your router capacity and internet plan speed.

Log in to your router settings (usually at 192.168.0.1 or 192.168.1.1) with admin credentials printed on the router label.

Yes, connection relocation is available. A relocation fee may apply depending on the distance. Contact us to arrange it.

Contact our support team via WhatsApp or phone with your account number to update phone, email, or address.

Outages & Maintenance

What to do and expect during outages or scheduled downtime.

For fiber connections, rain should not affect speed. If it does, there may be a cable issue. Report it and we will inspect.

Call or WhatsApp our support number immediately. Our team will log the issue and update you on resolution time.

For outages lasting more than 4 hours on our end, we extend your billing cycle accordingly. Contact support with details.

Scheduled maintenance usually lasts 1–3 hours and is done late at night to minimize impact.

We announce scheduled maintenance via SMS and Facebook page at least 24 hours in advance.

Router & Equipment

Questions about your router, ONU, and other hardware.

Some warmth is normal. If it is burning hot, place it in an open, ventilated area and avoid stacking objects on it. Contact support if it shuts off.

Restarting weekly or when you notice slowness is a good practice. It clears memory and refreshes the connection.

If the router was provided by us and damaged by natural causes, contact support. Replacement cost depends on the damage assessment.

Yes, you can use a compatible router. Our technician can help configure it during installation or via remote support.

We provide the necessary ONU/ONT device. Routers can be rented or purchased from us. Ask our sales team for options.

Security & Privacy

Keep your network secure and your data private.

Yes, VPN usage is permitted on our network. It may slightly reduce speed depending on your VPN provider.

Yes, we store customer data securely and do not share it with third parties without consent, except as required by law.

We log only connection metadata required by law. We do not monitor or sell your browsing data.

Change your Wi-Fi password immediately. Log in to your router to see connected devices and block unknown ones.

Use a strong WPA2/WPA3 password, hide your SSID, and regularly change your password. Avoid sharing it with too many people.

PPPoE & Login Settings

Your PPPoE credentials, configuration, and login help.

Yes, contact our support team to request a PPPoE password change. We will update it on the Mikrotik server promptly.

Check username/password accuracy. If your account is active and credentials are correct, contact us — the issue may be on our server.

In your router settings, select WAN type as PPPoE, then enter your username and password. Our technician can assist remotely.

Your PPPoE credentials are provided during installation. If forgotten, contact our support team with your account number.

PPPoE is a protocol we use to authenticate your connection. Your router uses your username and password to log in to our network.

Business & Corporate

Dedicated internet, static IPs, and SLA options for businesses.

Yes, our corporate packages include SLA with guaranteed uptime and priority support response times.

Yes, static IPs are available for business plans. Contact us for pricing and availability.

Shared bandwidth is divided among multiple users (home plans). Dedicated means the full bandwidth is reserved only for your business.

Yes, we offer dedicated leased-line connections with guaranteed bandwidth, static IPs, and SLA for businesses.

Yes, we offer MPLS and VPN-based multi-site connectivity solutions. Contact our corporate sales team for a custom quote.

Yes, we offer managed network services including router configuration, monitoring, and on-site support for corporate clients.

Termination & Refund

Cancellation process, equipment return, and refund policy.

Refunds for unused days are considered on a case-by-case basis. Contact our support team to initiate the process.

Any equipment provided by us (ONU, router) must be returned in working condition. Damaged equipment may incur a charge.

We request 7 days notice for residential and 30 days for business plans.

No new billing cycle starts after your cancellation request is confirmed. Any advance payment will be reviewed for refund.

Yes, you can re-register as a new customer. Your previous account data may be retained for up to 90 days.

Still Need Help?

Can't find your answer here? Our support team is available 24/7 — reach out any time.

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